Enhanced Service Performance and

Utilization with ServiceNow ITSM

ServiceNow ITSM Implementation Services

Vertiv utilizes ResultsPositive’s expertise in ServiceNow solutions to globally roll out

ITSM and ITAM practices for greatly enhanced service performance and asset utilization

Client Overview

Vertiv transforms your digital infrastructure.

As the Architects of Continuity, Vertiv ensures your digital infrastructure runs continuously and evolves as your business changes. They collaborate with customers to envision and build future-ready IT solutions. They leverage a portfolio of hardware, software, analytics, and services to ensure your vital applications run continuously, perform optimally, and scale with business needs.




4.3 Billion




Columbus, OH


IT Infrastructure



The Opportunity

In their continual pursuit of excellence Vertiv contacted ResultsPositive to assess and assist in the implementation of ServiceNow ITSM and ITAM solutions to better support their global IT Service practices.


Through this process, they sought a trusted partner to help establish defined IT services and catalogs, improve visibility and utilization of existing IT assets, and capitalize on the latest practices and workflows in modern ServiceNow solutions.

Approach and Objectives

In order to assess the best course of action, ResultsPositive led multiple solution discovery & design sessions required to implement ITSM and ITAM practices. ResultsPositive then provided a multi-phased ServiceNow roadmap complete with a business-to-technical” bridge to better adapt ServiceNow to their business processes and requirements.
Following the initial ITSM and ITAM global roll-out the ServiceNow platform was upgraded to the latest version to maximize efficiencies and customer experience.

Support ITSM

Create and support global ITSM and ITAM practices with a unified platform streamlining tasks.

Asset Visibility

Improve visibility and utilization of existing IT assets with consolidated analytics and dashboards.

Service Catalogs

Establish defined IT services and service catalogs as made available through ServiceNow ITSM.

Drive Adoption

Drive adoption for the new ITSM and ITAM practices with multi-phased roadmaps.

Solution and Results

ResultsPositive was able to implement business process and technical solution design across Vertiv service catalogs, request management, incident management, and basic service level management practices. ResultsPositive oversaw the global rollout of these new ITSM and ITAM practices, leading to enhanced service performance and asset utilization within the organization.


Vertiv’s IT transformation continues today with deployments for their enhanced CMDB, asset management, and change management systems alongside ResultsPositive ITSM solution experts.

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